Service Desk Operations Lead

1 week ago

pune, India beBeeSupport Full time

IT Support Team LeadWe are seeking a proactive and customer-focused IT Support Team Lead to oversee our overseas operations. This role involves ticket management, smart routing, and team leadership to ensure timely, efficient, and effective IT support.The ideal candidate will have experience in managing remote teams, handling escalated client concerns, and ensuring smooth operations of the service desk.Responsibilities:Ticket & Incident Management: Record and log incoming tickets, monitor the queue, assign tickets to engineers, apply smart routing logic, and make transportation/dispatch decisions.Team Leadership: Supervise a remote team of Service Desk Engineers, balance workloads, mentor, coach, and conduct performance reviews.Operations & Reporting: Track SLA performance, produce daily/weekly reports, highlight recurring incidents, and suggest automation improvements.Requirements:4–6 years of IT support/service desk experience.Prior Team Lead/Supervisor experience in IT Service Desk.Strong knowledge of Microsoft 365, Windows/macOS, networking basics, and endpoint tools.Hands-on experience with ITSM/ticketing systems.Benefits:Fully Remote – work from anywhere.Flexible schedule (aligned with UAE business hours).Training & certifications support.Clear growth path toward Service Desk Manager or Service Delivery Manager.

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